Job description
PlayOn is seeking an experienced Support Manager to lead and develop a team of customer support specialists who deliver high-quality service through phone, case, and digital support channels. This role is highly people-focused and operational, with accountability for team performance, coaching and development, queue health, and customer experience outcomes.
The ideal candidate is a strong people leader with experience managing frontline support teams in a call center or case-based environment, is comfortable working in tools like Salesforce, and excels at balancing team development with day-to-day operational execution. This role plays a critical part in ensuring consistent service delivery, meeting SLAs, and creating a positive, accountable team culture.
The Outcomes you’ll deliver
• A well-coached, engaged team with clear expectations and consistent performance.
• Healthy queues and predictable service levels, even during high-volume periods.
• Strong adoption of processes, tooling, and performance standards.
• Team members who feel supported, challenged, and developed.
In this role, you can expect to
- Lead, coach, and manage a team of Support Specialists delivering phone- and case-based customer support.
- Drive individual and team performance through regular coaching, feedback, and performance management.
- Develop and execute team development plans focused on skill growth, career progression, and engagement.
- Monitor and manage daily operations, including: Case queues and backlog health, Call volume and coverage , SLAs, response times, and customer satisfaction
- Own and track team KPIs such as productivity, quality, CSAT, adherence, and resolution effectiveness.
- Partner with cross-functional teams (Operations, Product, Engineering, Customer Success) to identify trends, escalate issues, and improve support processes.
- Ensure consistent use of Salesforce (or similar CRM) for case management, documentation, and reporting.
- Participate in hiring, onboarding, training, and ramp plans for new team members.
- Build schedules and staffing plans to ensure proper coverage across shifts and peak demand.
- Reinforce company policies, support standards, and expectations consistently and fairly.
- Contribute to continuous improvement initiatives focused on efficiency, quality, and customer experience.
To thrive in this role, you have
- 4–6 years of experience in customer support or contact center environments.
- 2+ years of experience managing or leading frontline support teams.
- Strong people leadership skills with a proven ability to coach, develop, and hold teams accountable.
- Experience managing support operations using Salesforce or a similar case management platform.
- Comfort working with performance metrics, dashboards, and KPIs to drive decisions.
- Excellent communication skills with the ability to lead through clarity, empathy, and consistency.
- Strong organizational and time-management skills in a fast-paced environment.
- Calm under pressure and capable of leading teams through change.
How You Play
- Ownership over Participation- You take responsibility for achieving holistic outcomes, prioritize key objectives, and adapt quickly when situations require a different approach. You follow through even against the toughest challenges.
- Team over Stars- You are a bridge builder, establishing processes and relationships with teams outside your own. You work to rally around common goals, find win-win solutions, compromise when necessary, and help others succeed.
- Growth over Comfort- You are driven by a desire to grow and actively seek opportunities to expand your comfort zone, skills, and confidence. You embrace new challenges with curiosity, accepting discomfort and failure as opportunities to learn.
- Fairness over Popularity- You approach decisions with a scientist’s mindset, challenging your assumptions and remaining objective. You consider long-term impact rather than relying on short-term gains, proactively seek others’ perspectives, and manage emotions in decision-making.
Company Overview
PlayOn is a dynamic growth-stage company dedicated to championing the spirit of play in the high school space. Backed by KKR, our family of brands—including GoFan, NFHS Network, and MaxPreps—empowers schools with innovative solutions and exceptional service. Our fan engagement platform is the only one that offers event ticketing, streaming, fundraising, concessions, merchandise sales, and website management in one place. We save administrators time so they can focus on what truly matters: supporting the students, staff, and fans who bring their programs to life.
Trusted by thousands of schools across the country, we’re here to help create more instant replays, hold-your-breath moments, last-minute comebacks, and games you want to watch over and over again.
When being there means everything, we make sure you never miss a moment.
Why you’ll love working at PlayOn
Product, potential, and people. We’re a leader in the high school event space, constantly evolving our product to meet the needs of administrators. We focus on solving real challenges, learning quickly, and creating impactful solutions.
This is a growth-stage company, meaning your contributions have real impact. You’ll have opportunities to grow your skills, tackle meaningful problems, and make a difference in the lives of schools and the students and fans they serve.
Our culture is built on accountability, collaboration, growth, and fairness. We don’t just show up—we show up for each other. Everyone wears the same jersey, and we play hard, make the extra pass, and cheer one another on. Losses teach us, challenges motivate us, and persistence drives us forward. We value integrity over shortcuts, choosing to do what’s right even when it’s hard. Together, we strive to be better every day—because we know that’s how we win as a team.
The Benefits We Offer
Multiple medical insurance plans to choose from
Dental, vision life and disability insurance
Employee Emergency Fund
Company equity (stock options)
Open PTO policy
401K plan with company match
Hybrid/flexible work environment
Note: Must be a full-time employee to participate in the company’s employee health benefit plan. Part-time employees and interns are not eligible to participate.
